Josh Gray Email & Phone Number

Pittsfield, Massachusetts, United States

Burlington, Ma

In this role, I had the privilege of joining monitoring efforts at the Network Operations Center, ensuring optimal security and uptime for customer websites. With a passion for delivering seamless IT solutions, I used advanced monitoring tools to achieve an impressive 99.99% system uptime and top safety ratings for hosted websites. Collaborating with a small, high-impact team, we set out to optimize fleet-wide security patching speeds, surpassing executive-set Service Level Agreement (SLA) requirements and fortifying network security. This collaborative approach bolstered customer trust and strengthened our network infrastructure.One of my key contributions was the successful implementation of Remote User Support. Promptly resolving issues, I enhanced customer satisfaction and minimized downtime by creating user guides and knowledge-base articles for empowering self-help solutions. By streamlining Provisioning processes, I optimized user experiences through automated setups, reducing setup time by an impressive 20%. This collaboration-driven effort significantly improved operational efficiency and user satisfaction.I effectively managed critical IT infrastructure, ensuring a 99.9% data recovery success rate during critical incidents for uninterrupted business continuity. Contributing to seamless IT Operations, I achieved a remarkable 10% increase in network performance by closely monitoring network traffic patterns, ensuring smooth data transmission and system functionality. My commitment to exceptional customer service is evident in my delivery of prompt and reliable Technical Support. With a 95% first-call resolution rate, I consistently ensured the highest level of customer satisfaction.

Greater Boston Area

As a Technology Assistant at Simmons College, I played a key role in optimizing classroom and campus-wide technology usability, leading to a notable 20% improvement in overall technology satisfaction ratings. Leveraging my strong communication, technology, and research skills, I contributed to enhancing the technological environment for the college community.My efficient hardware support was instrumental in resolving over 100 issues with students' laptops, devices, PCs, and printers at the help center and across campus. I maintained an impressive average resolution time of less than 24 hours, ensuring a seamless experience for students and staff.Collaborating closely with the IT team, I actively researched and recommended technology upgrades that resulted in a 15% enhancement in the overall technological environment and user experience. This collaborative effort contributed to creating a more advanced and user-friendly technology landscape at Simmons College.

Bachelor Of Science (B.S.), Computer Networking

Education record